Deviant employees and dreadful service encounters: customer tales of discord and distrust

Published on Sep 14, 2010in Journal of Services Marketing4.466
· DOI :10.1108/08876041011072555
Anthony Patterson17
Estimated H-index: 17
(University of Liverpool),
Steve Baron29
Estimated H-index: 29
(University of Liverpool)
Sources
Abstract
Purpose – The purpose of this paper is to explore poor service encounters from the customer’s perspective.Design/methodology/approach – Multiple autoethnographic accounts of overwhelmingly dreadful customer experiences at a department store were gathered and analyzed. The writers of the accounts were asked only to chronicle their experiences, and not directed to comment specifically on retail employee behaviour. Thus a different approach to dysfunctional service employee behaviour is offered to complement research on service sabotage, internal marketing and service delivery gaps.Findings – Department store customers, especially the younger ones, have very low opinions of retail frontline employees. Common to all the autoethnographic accounts was a cynicism towards the actions of such employees that pervaded the customer perceptions of retail service encounters.Overcoming customer cynicism was identified as a key objective of employee training.Research implications/limitations – The approach, based on multiple autoethnographic accounts, provides insights that can be overlooked with traditional customer satisfaction surveys. It is particularly useful for eliciting constructive feelings of experiences. By its nature, it can be difficult for researchers to forecast the ground that may be covered by the scribes, and therefore to plan a research project around the method.Practical implications – The findings are relevant to those involved in training retail frontline employees. They strongly suggest that training, through functional scripts and handy customer service tips, is inappropriate for creating successful service encounters with cynical customers, and may even encourage service sabotage behaviours from severely bored employees.Originality/value – The methodology is novel in the context of retail customer experiences. The findings bring customer cynicism to the fore, and question the viability of continuing with retail formats that require monotonous and uninspiring roles to be played by retail employees.
📖 Papers frequently viewed together
2015
3 Authors (Chun-Ming Yang, ..., Chih Yun Yang)
2015
4 Authors (Chun-Ming Yang, ..., Yi-Fen Liu)
References41
Newest
#1Elaine Wallace (National University of Ireland, Galway)H-Index: 15
#2Leslie de Chernatony (University of Birmingham)H-Index: 61
Purpose – This paper aims to explore managers' and employees' views about service brand sabotage at the front line in retail banking. The current literature emphasises the role of the employee in service delivery, and advocates the cultivation of brand ambassadors – employees who support the service brand through their performance. Yet there also exist saboteurs – employees who actively work against the brand, and there is a dearth of literature exploring the nature of this group. Moreover, much...
Source
Purpose – Based on the reasoning that work means more than just material rewards, the purpose of this paper is to propose the broadening of internal marketing concept (IMC) role through incorporation of happiness in the workplace (HWP) construct.Design/methodology/approach – A conceptual approach is outlined.Findings – This paper provides a theoretical foundation and conceptual framework – based on internal marketing (IM) variables – explaining how goals related to HWP could be achieved.Practica...
Source
This article discusses the findings of an exploratory study into the nature and influencing factors of front-line employee deviant behaviour in service encounters in two hospitality industries. A dual perspective approach was used that involved employees and customer perceptions. Interviews were conducted with service managers and front-line employees from hospitality and adventure tourism organizations in New Zealand. Data from customers was obtained from written scenarios and customer feedback...
Source
This paper explores the management of brand saboteurs. The literature emphasises the role of the employee in delivering a service brand, and advocates the cultivation of brand ambassadors. Yet there exist saboteurs, employees who work against the brand, and there is a dearth of literature exploring this group. Through 20 in-depth interviews with mangers in the Irish banking and grocery sectors, the researchers identify three types of sabotage: deviance, underperformance, and service failure. A f...
Source
#1van W Wendelien Eerde (TU/e: Eindhoven University of Technology)H-Index: 8
#2Pdg Paul Peper (TU/e: Eindhoven University of Technology)H-Index: 1
Deviant service behaviour (DSB) is examined among employees of a cinema chain in the Netherlands. Behaviours that were reported in interviews with 47 employees of one theatre were phrased as items and were used in a survey conducted in three other theatres of the same chain (n = 115). Virtually all employees reported some DSB, but overall the frequency of incidence was low. Younger employees and those who had a negative attitude towards management reported it more frequently. Gender; education; ...
Source
#1Thomas B. Lawrence (SFU: Simon Fraser University)H-Index: 56
#2Sandra L. Robinson (UBC: University of British Columbia)H-Index: 30
Although organizational control and power are often designed to diminish workplace deviance, they also have the capacity to incite it. This is because enactments of power that confront organizational members in their daily work lives can create frustration that is expressed in acts of deviance. In this article, the authors examine why power provokes workplace deviance in organizations and, specifically, how types of power affect the form that workplace deviance takes.
Source
#1Lloyd C. Harris (Cardiff University)H-Index: 69
#2Emmanuel Okechukwu Ogbonna (Cardiff University)H-Index: 39
Although much of the existing research on employee sabotage and deviance focuses on the manufacturing sector, studies have also found evidence of deliberate employee misbehavior in a variety of service settings. In this study, the authors conceptualize and test a model of service sabotage dynamics that incorporates both the antecedents and the consequences of such behaviors. In doing so, the study contributes contemporary empirical evidence of factors associated with the deliberate sabotage of s...
Source
#1Joby John (Bentley University)H-Index: 9
#2Stephen J. Grove (Clemson University)H-Index: 29
Last. Raymond P. Fisk (UNO: University of New Orleans)H-Index: 36
view all 3 authors...
Purpose – The purpose of this article is to establish the efficacy of jazz improvisation as a useful metaphor to understand and implement features that contribute to excellent service performances.Design/methodology/approach – The paper begins by presenting services as performances that often require flexibility and adaptability in their enactment. It then offers the metaphor of jazz improvisation as a means to comprehend and communicate the dynamics of such flexibility and adaptability. Jazz el...
Source
#1Barrie E. Litzky (PSU: Pennsylvania State University)H-Index: 9
#2Kimberly A. Eddleston (College of Business Administration)H-Index: 47
Last. Deborah L. Kidder (TU: Towson University)H-Index: 15
view all 3 authors...
Executive Overview Recent estimates of the costs associated with deviant behavior in the workplace are staggering. While part of the managerial function requires the establishment of rules and policies that promote good customer service and product consistency, managers who lead with a firm hand or place too much pressure on sales quotas, may be unknowingly contributing to their employees' deviant behaviors. Managers must learn to identify the role that they play in triggering employee deviance....
Source
#1Peter ModieH-Index: 1
Cited By33
Newest
Purpose – Fashion retail employees sometimes ‘bend the rules’ to help their customers. Referred to as customer-oriented deviance, this study responds to calls to examine the motivational antecedents of this behavior. This research also tests the moderating effect of tenure on the relationships between a frontline employee’s motivations, their customer-oriented deviance behaviors and commitment to the organization. Design/methodology/approach – Data were collected via a self-completed, anonymous,...
Source
Source
In important interpersonal service interactions with a frontline employee (FLE), consumers at times fail to carry out their share of responsibility in the execution of the service, resulting in a situation of “consumer created emergency”. This might defeat the consumer's goal of availing the service (termed as consumer failure). This study explains the role of employee's hope in managing consumer failure in the situation of consumer created emergencies.,Hypotheses were tested in three experiment...
Source
The purpose of this paper is to explore the reasons why customers often cannot or do not exit a negative service encounter (lock-in) and to discuss how this affects their well-being and coping responses. This contributes to the research on how negative service encounters emerge and evolve and how such encounters impact customer well-being and subsequent responses.,An inductive, exploratory approach was used. Interviews with 20 service customers yielded over 90 detailed lock-in experiences across...
Source
The purpose of this paper is threefold: first, to develop the concept of customer stewardship fatigue (CSF) in service marketing literature; second, to reveal three processes through which CSF arises; and third, to identify contextual resources that can accentuate or diminish the processes, thereby influencing the development of CSF in service employees.,This conceptual paper builds on the job-demand resource model and the conservation of resources theory to identify positive and negative contex...
Source
Purpose – Coopetition is the interplay between cooperation and competition, involving organisations sharing resources and capabilities with rival entities. Earlier work has suggested that coopetition has a linear (positive) relationship with company performance, with scarce considerations towards whether this link could have a diminishing-returns effect. Thus, this paper examines the non-linear (quadratic) relationships between coopetition and three performance outcomes. Using resource-based the...
Source
#1Pooja Malik (IITR: Indian Institute of Technology Roorkee)H-Index: 3
#2Usha Lenka (IITR: Indian Institute of Technology Roorkee)H-Index: 13
Purpose This study aims to provide a review of antecedents of destructive deviance and classify them into three levels, namely, personal, interpersonal and organizational level in the proposed integrated conceptual framework. Furthermore, it proposes three levels of interventions to prevent or modify destructive deviance. Design/methodology/approach Systematic literature review of the past 23 years was carried out for the current study to identify the antecedents of destructive deviance. Finding...
Source
#1Clinton Amos (Weber State University)H-Index: 9
#2Sebastian Brockhaus (John Carroll University)H-Index: 6
Last. A. Michael Knemeyer (Max M. Fisher College of Business)H-Index: 27
view all 5 authors...
The purpose of this paper is to evaluate how service perceptions influence customer views of the authenticity of corporate sustainability claims. The goal of this paper is to help supply chain decision-makers better understand boundary conditions in order to design more enduring and impactful sustainability programs.,The authors employ behavioral experiments, subjecting two theoretically derived hypotheses to verification across five diverse industries and two distinct sustainability vignettes.,...
Source
#1Sally SambrookH-Index: 1
#2Andrew F. Herrmann (ETSU: East Tennessee State University)H-Index: 11
Source
#1Denni Arli Griffith (Griffith University)H-Index: 1
#2Patrick van Esch (Bond University)H-Index: 12
Last. Makayla Trittenbach (Moravian College)H-Index: 1
view all 3 authors...
Following a barrage of serious allegations regarding a corporate culture that engendered sexual harassment, and discrimination, Uber lost a number of senior executives including its CEO. The phenomenon begs the question as to how much the scandals have affected the popular brand. The purpose of this study is to investigate consumer attitudes towards sexual harassment at Uber and the effects of anger about the scandal on Uber's brand popularity. Investigating such issues at a high profile service...
Source
This website uses cookies.
We use cookies to improve your online experience. By continuing to use our website we assume you agree to the placement of these cookies.
To learn more, you can find in our Privacy Policy.